Catherine Hardinge (Willshire)
We undertake to look into any complaint carefully and promptly and to do all we can to explain the position to you. If we have given you a less than satisfactory service, we undertake to do everything reasonable to put it right.
Any complaint should be referred initially to the partner, manager or insolvency practitioner responsible for our services to you. If you do not receive an acceptable response you should contact the Head of Compliance at Price Bailey LLP, Causeway House, 1 Dane Street, Bishops Stortford, Herts CM23 3BT or by email to [email protected]. We will respond to all complaints within 28 days.
If we do not answer your complaint to your satisfaction you may, of course, take up the matter with our regulator.
For accountancy services we are regulated by the Institute of Chartered Accountants in England & Wales (ICAEW) and you have the right to contact them directly at https://www.icaew.com/regulation/complaints-process/make-a-complaint. In the unlikely event that we cannot meet our liabilities to you, you may be able to claim compensation under the Chartered Accountants’ Compensation Scheme.
For insolvency services you may make a complaint to The Insolvency Service, which will be dealt with by the regulatory body that licences the insolvency practitioner concerned. Any such complaints should be addressed to IP Complaints, The Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA, or you can make a submission using an on-line form available at www.gov.uk/complain-about-insolvency-practitioner; alternatively, you can email [email protected]; or you may phone 0300 678 0015. Information on the call charges that apply is available at www.gov.uk/call-charges.
If you would like to talk to us about how we could improve our service to you, or if you are unhappy with the service you are receiving, please contact Catherine Hardinge, who is the Head of Legal Practice.
We will consider carefully any complaint you may make about our work in this engagement as soon as we receive it and we will do all we can to resolve it. We will acknowledge your letter within five business days of its receipt and endeavour to deal with it within eight weeks. As this service is defined as being a legal service under ICAEW guidelines, it is under the jurisdiction of the Legal Ombudsman. Accordingly if we do not deal with your complaint in this time, or if you are unhappy with our response, you may of course take up the matter with the Legal Ombudsman.
The Legal Ombudsman’s ability to deal with your complaint is dependent on the following factors;
a) you must refer the complaint to the Legal Ombudsman no later than:
• six years from the act/omission; or
• three years from when you should reasonably have known there was cause for complaint; and
b) you must refer the complaint to the Legal Ombudsman within six months of the date of our written response.
Contact details for the Legal Ombudsman
T: 0300 555 0333
E: [email protected]
Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
In the unlikely event that we cannot meet our liabilities to you, you may be able to seek a grant from ICAEW’s Probate Compensation Scheme. Generally, applications for a grant must be made to ICAEW within 12 months of the time you became aware, or reasonably ought to have become aware, of the loss.
Further information about the scheme and the circumstances in which grants may be made is available on ICAEW’s website: www.icaew.com/probate.